Sabrina Walters

• Conducted audits to assess adherence to quality standards and performance metrics.
• Developed and implemented quality assurance plans and performance measurement frameworks.
• Analyzed performance data against established metrics to identify areas for improvement.
• Coordinated quality assurance activities while ensuring proper documentation of project artifacts.
• Reviewed and enhanced business processes using BI tools and analytics platforms.
• Provided training and guidance on quality standards and best practices to staff.
• Collaborated with project teams to identify risks and develop remediation strategies.
• Prepared ad-hoc reports as required for stakeholder accountability.

Resolved complex IT issues for end-users, providing advanced L2 technical support.

Managed escalated incidents by coordinating with Level 2 and Level 3 support teams.

Documented and tracked support issues, ensuring thorough records of troubleshooting steps.

• Contributed to knowledge base articles to expedite issue resolution processes.
• Coordinated remote support sessions and onsite assistance for end-user challenges.
• Participated in problem management activities to identify and address recurring issues.
• Fulfilled service requests, ensuring timely and accurate completion for end-users.
• Collaborated with various support teams and onsite vendors for seamless issue resolution.

Delivered first-level technical support by troubleshooting hardware, software, and network issues via phone, email, and chat.

Escalated complex problems to appropriate IT teams for advanced resolution.

• Documented support interactions in ticketing system to maintain accurate records.
• Maintained effective communication with users and IT teams throughout support process.
• Provided exceptional customer service during issue resolution and onboarding activities.
• Participated in system testing and integration with internal IT teams.
• Explored new IT tools to enhance user support and team efficiency.

• Provided end-user technical support for hardware, software, and network issues.
• Troubleshot and resolved technical problems remotely via phone, web portal, email, or chat.
• Documented support interactions and issue resolutions using a ticketing system.
• Escalated unresolved or complex issues to higher-level support teams as necessary.
• Assisted users with installation, configuration, and troubleshooting of software and hardware components.

Applied strong technical aptitude in operating systems, hardware components, and basic networking concepts.

• Demonstrated excellent communication skills to interact effectively with users and provide clear instructions.
• Maintained a customer-centric approach while adapting to new technologies in a dynamic IT environment.